Why has cox support regressed.

Like 10 years ago i could call a number for support, They could bring up my modem and see downstream and upstream channels. See there was an issue with the lines or connection and send someone out.

Now all i get is a "live agent", that clicks premade prompts and doesn't acknowledge or read anything i type. Just waits for the correct response to their question and does nothing till then except hit their auto response about working on your request. Been waiting 15 mins for me to say yes reset my modem, i told them i reset it multiple times already. Thats why i am trying to get help.  downstream and upstream were dropping out, managed to get an appointment from the auto bot app bs. The came out Spet 17th, it was main lines, will send bucket truck.  Truck came next day fixed it.  As of October 1st my downstream is perfect my upstream drops out none stop 30% + packet loss.  The auto app bot just checks down stream says nothing is wrong with my connection so i can't get it to send anyone out. How do i contact a living human that can think?